Offline since last week - Poor communication
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Offline since last week - Poor communication
Offline since last week - Poor communication
14-10-2019 9:53 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Was told should expect a resolve by 6pm today.
Was then told by midnight tonight.....
Frustrated at the lack of communication/explanation and what seems a dragged out attempt at resolving the issue.
I had issues when we were installed here in February and it seems a re run this time.
Throw in an overbilling issue in between...
Sadly Plusnet have yet to convince me why I should stay at the end of this contract period.
Re: Offline since last week - Poor communication
15-10-2019 2:39 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Lucky ... wish
Me luck getting my money back
Re: Offline since last week - Poor communication
15-10-2019 5:44 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I had to wait in 4 morning appointments (including one that ran over into pm) when we moved into our current address:
https://community.plus.net/t5/My-Order/Move-problems/m-p/1612027
Seems like round circle back to square one.
Re: Offline since last week - Poor communication
15-10-2019 11:48 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
1 hour after my call received an email that it's in BT Openreach work stack and wait a further 48 hours for an update...
That will be 1 whole week since we first reported this issue to Plusnet.
Re: Offline since last week - Poor communication
15-10-2019 5:47 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @hayyan, sorry to hear you feel this way and for the inconvenience this is causing.
The fault detected was an an external fault which was then reported for our suppliers to look into on 10/10/2019, an email was sent to you to advise you of the estimated response time that was given to us by our suppliers which was to be resolved by 14/10/2019 23:59 however, this was only an estimate, as it could be resolved sooner or later. The fault ticket was then placed on hold with the Faults team to look into once the engineers have been to fix the fault.
I appreciate your concerns regarding the lack of updates however we couldn't have given you further updates before the estimated response time had passed.
The latest update we received today as you know that the reason it wasn't fixed by 14th October is that your fault is part of a common fault in the area that our suppliers are trying to fix and the new estimated response time is 16/10/2019 by 23:59
Your fault is still with the faults team and rest assured they will get back in touch with you once we get updated by our suppliers.
I am sorry for the inconvenience this is causing.
Re: Offline since last week - Poor communication
16-10-2019 10:02 PM - edited 16-10-2019 10:03 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
No update yet so I'll be looking for a new response time tomorrow morning.....
Can't wait for the end of the contract period
Re: Offline since last week - Poor communication
16-10-2019 10:08 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Offline since last week - Poor communication
17-10-2019 3:59 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @hayyan
I'm really sorry that this is taking longer to resolve than either of us anticipated.
I can see that our faults team are continuing to chase this for you via your open fault ticket here and that the next update is due tomorrow.
In terms of the specifics of the fault, we wouldn't get visibility of the exact nature of the issue, but common faults usually relate to exchange equipment and/or cabinet equipment.
Best wishes
Dave
Re: Offline since last week - Poor communication
19-10-2019 2:18 PM - edited 19-10-2019 2:21 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Nobody on the Plusnet Team told me when he might be attempting to fix the problem and that it would be useful for me to be home at that time.......
I was just told its an external problem and it would be looked at externally.
It was very worthwhile me being in as he was able to come in and check things at the master socket.
I also found out I'm routed to a distant cabinet despite 2 being quite close to my house.
He did fix it and I have been online for about the last 15mins or so.
I have been offline since before midday Wednesday 09th October 2019 when I reported the issue.
Hopefully Plusnet will look into reasonably recompense for that length of time and I won't have to chase them on that.
But I'm not holding my breath.
It's been a very poor customer relations experience for this end user
Re: Offline since last week - Poor communication
19-10-2019 7:09 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I looked in my account area on the Plusnet website and I can't find details of minimum guarantee line speed it just says Not available?
Minimum Guaranteed Speed: Not available
Re: Offline since last week - Poor communication
21-10-2019 8:40 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi there,
I've just updated the speed profile on your account and have opened a ticket for you covering the line estimates and adjustments to billing due to the recent fault here: https://www.plus.net/wizard/?p=view_question&id=195314843
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Offline since last week - Poor communication